Specialist: Customer Quality at MultiChoice

Purpose of the Position

• To analyse quality of client products presented to customers, and in addition, assess, measure and provide insights on the quality from a process & behavioural perspective.

Key Performance Objectives
Tasks
Process Coordination

• Ensure process and compliance
• Ensure service level industry standards are met at a minimum.
• Discuss quality evaluation with Manager Quality Management, making appropriate recommendations and designing schedules for improvement and corrections
• Function as information source assisting in development of special department projects, and work in conjunction with the Manager Quality Management

Analytics

• Trending analysis and pattern analysis
• Understanding KPI’s in the call centre and analysing these
• Identify training needs and error-tend rates; provide accurate reports to department project leads
• Derive training needs analysis and provide feedback to training managers on skills and training needs

Customer Experience

• Understand and codify positive customer behaviours
• Analyse customer experience & provide insights
• Derive design requirements with customer experience
• Ensure that all designs and service offerings impact is measured against customer experience indicators.
• Keep track of ROI of customer related initiatives

Qualifications Essential

• Diploma Sciences / Maths / Engineering
• Degree Sciences / Maths / Engineering advantageous

Experience

• 3 – 5 years’ experience in a Quality / Analytics role
• Experience in Manufacturing / Telecommunications / Banking industries
• ID of training requirements based on lack of quality observations

Technical Competencies

• Behavioral Economics
• Analytics
• Business Acumen
• Process/Project Coordination
• Total Quality Management

Behavioral Competencies

• Accountability
• Teamwork
• Delegation
• Interpersonal Support
• Perseverance
• Motivating
• Prioritisation
• Analytical Thinking